---
url: https://docs.corbitaltech.dev/products/whatsmark-saas/tenant/support-agent.md
description: >-
  Discover how the WhatsMark SaaS Support Agent feature enhances customer
  service by automatically assigning agents, restricting chat access, and
  improving response efficiency.
---

# Support Agent

The **Support Agent** manage and deliver streamlined customer support by assigning specific staff members (agents) to conversations.

![support-agent](../images/whatsmark-settings/support-agent.png)

## 1. Restrict Chat Access to Assigned Agents

By default, any available agent may view and respond to customer chats. Enabling this option restricts access, allowing only the **assigned support agent** to:

* View the customer's chat history.
* Respond to incoming messages.
* Manage the conversation until it is reassigned or closed.

> Tip:
> Use this setting when multiple teams or tiers of support are involved, to avoid agents accessing chats beyond their scope.

## 2. Automatic Agent Assignment

When the **Support Agent** feature is enabled:

* The system will **automatically assign** a staff member to each incoming chat.
* The assigned agent’s name will appear in the **chat interface**, visible to both staff and administrators.

## 3. Admin Control and Manual Assignment

Even with automatic assignments, **Admins** retain full control over chat delegation.

### Admin Capabilities

* **Manually assign** an agent to a chat at any time.
* **Reassign** a chat to a different agent if needed (e.g., escalation, leave coverage).
* View assignment history and agent performance from the chat management interface.

### Use Cases

* Escalating complex issues to Tier 2 support.
* Redirecting conversations based on language or expertise.
* Covering for unavailable agents during breaks or shifts.

## 4. Save Changes

After configuring or modifying any setting in the **Support Agent** panel:

1. Review the toggle and assignment rules.
2. Click the **Save Changes** button located at the bottom-right corner.

> Changes will take effect immediately across the platform.

## Why Use the Support Agent Feature?

Implementing assigned support agents offers multiple operational advantages:

| Benefit             | Description                                            |
| ------------------- | ------------------------------------------------------ |
| Secure Access       | Only assigned agents can access specific chats.        |
| Faster Responses    | Auto-assignment ensures faster engagement.             |
| Improved Metrics    | Track individual agent performance and accountability. |
| Better Workflow     | Clear ownership improves internal coordination.        |
| Customer Confidence | Customers interact with a consistent point of contact. |